Calm leadership and focus needed in unprecedented coronavirus times
The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.
A time to stand back and reflect at a critical juncture for customer service
Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?
The service opportunity in 2020
Here are our predictions of key trends for 2020 from a service perspective.
Seeing service with a fresh pair of eyes
Sometimes it's really important to step out of your normal circle of activities and see things from a new perspective.
We have to get back to the top of our game in driving the service agenda
We're already nearly a month into 2019, but it feels like a New Year has not brought much that's new -only an intensification of a number of challenges!
Businesses must resist short-term defensiveness in uncertain times
The Institute's twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
Using your moral compass to set company direction
Customer satisfaction and transparency are what make a company a genuine 'going concern', but to build trust we would benefit from an additional, wider, definition of 'going concern' that is not confined to financials alone.
Service agenda holds up in tough 2017, but 2018 will be tougher still
As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year and to anticipate what may follow in 2018.